Customers say infomercial didn't deliver on promise


by Mike Colombo / News 4

Posted on October 31, 2012 at 4:09 PM

Updated Wednesday, Oct 31 at 4:40 PM

ST. LOUIS ( – Customers hate it when they buy something, open the package and find out they didn’t get what you were expecting.

Several consumers say that’s just what happened when they bought Nu-Wave Induction Cookware from the infomercial.

One such customer, Jim Steingrandt, called News 4’s Mike Colombo when he felt like he got ripped off.  

Steingrandt and his wife are passionate about cooking. Recently, they saw the infomercial for Nu-Wave in which the company offered a buy one get one free deal.

“I told ‘em I wanted the special offer,” Steingrandt said. “Buy one get one free.”

The offer is for a cooktop, a cookware set, and a second set free. With shipping and handling, the $99 deal totaled $176.

When it arrived, the deal wasn’t all it appeared to be.

“You open it up and you go, ‘where’s it at?!’” he said. “Where’s the other stuff at?”

All the family got was two cooktops. Those are useless without the special “induction” cookware.

So Steingrandt started calling and emailing the company.

“Nobody calls you back, nobody says, ‘hey we made a mistake, let’s talk about it,’” he said. “It’s just, ‘you didn’t order right, it’s your mistake.’ The customer’s always wrong with this company.”

And Steingrandt isn’t alone in his complaints. On-line consumer forums show numerous, identical complaints about the buy one get one, or “bogo” offer.

Nu-Wave comes from the Hearthware Company, located in Libertyville, Illinois, just outside of Chicago.

Upon calling the company, an operator told News 4 the Steingrandts didn’t get the cookware because they didn’t pay the extra shipping and handling; an additional $69.95.

After re-watching the ad, we found the ad does say that, though it’s said quickly. The exact statement is “All you pay is s and p for each set.”

Steingrandt says he thought he was paying extra for the cookware. As it turns out, he was just paying for an extra cooktop.

“Nothing was said that I would have to pay, in this case, $139, for the cookware to go with it,” he said. “I can go to the store and buy [it] cheaper. It makes no sense.”

We’ve tried repeatedly to call the company’s main number, but so far no one as answered.

Bottom line the shipping and handling charges on these special offers can be very confusing. When ordering, ask the operator to explain exactly what you are getting, and what you are paying for.  And have him or her repeat it.